RH Seattle | The Gallery at University Village — Local services in Seattle

Customer Experience Review: RH Performance Fabric Complaint Handling

Product Misrepresentation: The performance fabric was marketed as highly stain-resistant, yet it failed against common stains like blueberries. RH later clarified that their fabric is not resistant to such substances, which contradicts typical consumer expectations of a performance fabric.

Inconsistent Guidance: During your conversation with Jennifer, you were reportedly told that a replacement or exchange would be considered if cleaning failed. You followed those steps in good faith, but the final decision reversed that position without addressing the contradiction directly.

Lack of Accountability: The company repeatedly emphasized that the fabric was performing as designed, despite visible staining that contradicts its intended use. RH ultimately refused a return or exchange, citing policy over customer satisfaction and product performance.

Unhelpful Resolution: Offering a gift card as a gesture of goodwill while rejecting a product-level resolution came across as dismissive rather than compensatory. It felt like a transactional band-aid for a quality concern.

Delayed & Fragmented Communication: You had to follow up multiple times to get clarity. Different representatives (Ricardo, Danni, Jennifer, Mara) were involved, yet the messaging lacked consistency and accountability, causing further frustration.

Overall Impression: Despite RH's polished tone and structured communication, the company fell short in resolving a legitimate customer issue. A product that does not live up to its advertised performance, especially in high-end home goods, should be addressed with accountability and fairness. The refusal to honor a return or exchange, even after following all recommended steps, reflects poorly on RH's customer-first approach.

Do not waste your money to buy...

Very Disappointing Experience (Twice) I visited this store on two separate occasions and unfortunately had the exact same negative experience both times. If you arrive after 6:30pm, the first thing the customer representatives do is glance at their watches, making it very obvious that they don’t want to assist. Most display an arrogant attitude and spend their time whispering to each other in front of you and they stared at you instead of welcoming customers. On my first visit, I already knew what I wanted and simply asked for swatches. Emma assisted me, but her attitude was dismissive and uninterested. At one point, I found myself on my knees picking out swatches while she sat comfortably at her desk like a delicate princess as though my request was an inconvenience. When I asked her questions, she barely responded and just told me to “go to this floor and look by myself” and she continued texted on her tablet. That is not customer service. That is not professional. As the store was closing (7:50pm, though the official closing time is 8pm), she told me I could continue shopping online but made sure to suggest that I list her as a referral. This felt very audacious given that she had not made any effort to help me. When I returned a few days later, the same thing happened with another representative. Again, they checked their watches, were gossiping among themselves, and acted as though I was disturbing them by asking for advice. I truly don’t understand why so many staff members are present if they aren’t there to do their job, advise and assist customers. This level of service is disrespectful, unprofessional, and far below...

I placed an order with RH Seattle in May 2024, expecting timely delivery and clear communication. However, after an initial notification a month later that my order would be delayed until September, I’ve had no further updates from RH. As of today – six months later – I still haven’t received my items.

Every update I have received has been initiated by me. Each time I call, I’m told that my order is at their location, but that it will take an additional three weeks to schedule delivery. It’s frustrating to have to repeatedly follow up on my own order, and I would truly appreciate proactive communication from RH’s end, either by email or phone. The customer service team is friendly, but no amount of courtesy can resolve the underlying issue. The real challenge seems to lie within RH’s delivery logistics, which have been a nightmare, leaving me without my long-awaited order and a lack of confidence in their service.

The customer service team is courteous, and I can tell they want to help. However, their politeness can’t resolve this issue, as it seems to stem from broader logistical problems within RH's delivery and scheduling processes. The entire delivery experience has been nothing short of a nightmare.

my question is : when can I receive my order get...